Job Summary:
The Product Support role provides customers and field representatives the first level of support. The role will assume ownership of support cases assigned by a Product Support Representative and will follow through until the case has been closed or reassigned to another individual or department. If a question cannot be immediately answered, you will be expected to use available material resources and/or consult with product experts to advance the resolution of the issue in a timely manner. The support responsibilities described above will take up about 60% of your time. In addition, the role may be requested to engage in activities such as Product Support projects, classroom training or on-site support, or to participate in company events such as product launches, at the request of the Product Support Manager.?

Why You'll Love Working at ClarisHealth

We believe our team deserves the best, and we’re proud to offer a comprehensive benefits package designed to support your success, both at work and in life. Here’s what you can look forward to:

• Medical, Dental, and Vision Insurance – Enjoy medical, dental, and vision insurance that begins on your first day, ensuring your health and wellness are always supported.
• 401(k) with Matching and Immediate Vesting – Secure your financial future with a company match and instant vesting.
• Company-Paid Short-Term Disability (STD) – Added security for unforeseen circumstances.
• Company-Paid Personal Financial Advising – Expert guidance to help manage your finances.
• New Hire Stipend – A one-time stipend to purchase home office supplies (laptop and charging cable provided by the company).
• Pet Insurance Options – Choose from two carrier options to keep your furry friends covered.
• Paid Holidays – 9 company holidays plus 2 floating holidays for added flexibility.
• Virtual Counseling and Telemedicine – Company-paid access to mental health and medical support from the comfort of your home.
• Paid Parental Leave – Time to focus on family during this special chapter.
• Generous Vacation & Wellness Time – 4 weeks of vacation beginning accrual on day one, plus 1 additional week for wellness.
• Professional Development Stipend – After one year, enjoy a $500 annual stipend to invest in professional growth (e.g., certifications, webinars).

You may be ideal if you have:

• Bachelor’s degree (or higher) in a scientific, medical, or equivalent experience including but not limited to medical coding, audit claims, technical support
• Broad background knowledge and experience with end-to-end product support, excellent customer service, communication, and documentation
• Excellent communication skills
• Ability to teach and train end users
• Data analysis and aptitude
• Advanced troubleshooting and critical thinking skills
• Advanced analytical skills
• Excellent attention to details and maintain focus
• Able to work both independently and within a team as a lead
• Advanced product knowledge and excellent problem-solving skills

Responsibilities:

• Provide applications and product support to customers as well as the sales and service teams
• Take ticket ownership with appropriate steps to bring any open support cases to resolution in a timely manner
• Cycle through ticket queues gathering data, asking for clarity, and add valuable updates to internal collaborators and reporters
• Provide ticket updates with dual intentions to help understand cause/effects and resolution direction expectations as well as provide as much information for future ticket reviews as possible
• Coordinate with business units to support new product developments and existing product enhancements
• Update the Support team on coordinated activities
• Maintain documentation for all support activities
• Work with development team in performance analysis of new products and enhancements
• Guide support team in addressing customer problems within established response time
• Analyze customer suggestions and recommend product revisions
• Develop knowledge bases and FAQs for product support activities
• Document support activities, customer issues and resolutions for reference purposes
• Follow management and Support Lead directions and instructions
• Work on assigned tasks and requests from management and Support Lead

Other Duties:

This job description in no way states or implies that these are the only duties to be performed by this employee. This position will be required to follow any other instructions and to perform any other duties requested by his/her supervisor. Individuals will always be expected to maintain a professional work environment.

About ClarisHealth

ClarisHealth, based in Nashville, Tenn., provides health plans and payers with a better way to drive claims payment accuracy. Its proprietary, A.I.-powered enterprise technology platform Pareo® allows health plans across the U.S. to reduce manual work, gain insights into operational performance across lines of business, and accelerate their strategy to overpayment prevention – at a significantly reduced cost.

Company Culture

Our company values help everyone move in alignment toward this mission. We are …

Compassionate. We practice servant leadership, encourage inclusion and engagement, and actively acknowledge and celebrate each other’s contributions.

Communicators. We listen first with an emphasis on understanding. We seek solutions to problems, and practice radical candor with positive intent.

Challengers. We get the right stuff done right, create clarity from complexity, take accountability and ownership, and we challenge ourselves daily.

ClarisHealth embraces a supportive working culture of creativity and innovation internally termed “Got Your Back.” We live out this #GYB spirit every day by working together with team members, clients, and other partners to achieve shared goals.

For more information about ClarisHealth and our culture, please visit us at https://www.clarishealth.com/careers/.

Other

Applicants must be currently authorized to work in the United States on a full-time basis. ClarisHealth is not able to sponsor applicants for work visas.

EOE, including Disability/Veterans; anyone needing accommodation to complete the interview process should notify the People Operations team.